About us:

Grand Rounds is a new kind of healthcare company. Founded in 2011, the company is on a mission to raise the standard of healthcare for everyone, everywhere. The Grand Rounds team goes above and beyond to connect and guide people to the highest quality healthcare available for themselves and their loved ones. Grand Rounds creates products and services that give people the best possible healthcare experience. Named a 2019 Best Place to Work by Glassdoor and Rock Health’s 2018 Fastest Growing Company, Grand Rounds works with inspiring employers and doctors to empower them to be the change agents we need to make our shared vision a reality.

About the role:

Grand Rounds is currently looking for one Product Marketing Manager - Customer Retention to join our team at one of our corporate locations or remotely. This role will join our account-based marketing team, specifically supporting our Customer Success and Sales teams in maintaining a deep understanding of our customers’ needs and executing against long-term product renewal / upsell plans tailored to those needs. Your overarching objective is to help go-to-market teams achieve over 100% net dollar retention.

You know how to communicate complex ideas in simple ways through a combination of storytelling and data. You can demonstrate deep understanding of our customers’ employee healthcare challenges and how to connect them to Grand Rounds products and services that will deliver value. 

In this role, you will be a core contributor in building collateral that effectively communicates our product value to our buyers, both prospectively and retrospectively. This requires a clear understanding of our products and services, as well as the problems they aim to solve for employers and our members. You will leverage customer insights, market research, our in-house clinical expertise, established positioning and packaging and our product roadmap to inform your narrative work. Your efforts will defend our revenue base, expand our market opportunity and ensure that our customers have the right services to achieve their population health goals. All the while, you will strengthen our credibility with our expanding customer set through robust and insightful contributions to regular customer reporting and other channels of customer communication.

The position is ultimately about account strategy, effective marketing, communication and relationship-building both internally and externally. We are a small team in a scaling organization and you will have an opportunity to create instant and lasting impact. You will collaborate across our marketing, product, clinical and go-to-market teams to distill market trends, product insights, and customer intel into a prioritized set of initiatives to engage and satisfy customers. For key accounts, you will be responsible for owning the Grand Rounds narrative throughout the lifecycle of the account. At the same time, you will have the opportunity to shape the overall Grand Rounds partnership experience for our entire customer base, through distinguished thought leadership, customer community-building, and other valuable engagement. Expect a steady flow of special projects, as well.

In Your First 30 Days:

• Onboard with our product, marketing, go-to-market and clinical teams
• Ground yourself in a deep understanding of our teams, products and services
• Learn the current and historical approaches to our positioning, packaging and pricing strategies

In Your First 60 Days:

• Accompany Customer Success managers to customer meetings and learn how to effectively communicate with different types of customers
• Learn our unique SWOT associated with each key customer, particularly those approaching upsell and renewal, and how to structure persuasive recommendations to customers for gaining greater value from our products and services

In Your First 90 Days:

• Support Customer Success leads to develop and execute long-term renewal / upsell plans for key accounts; identify and prioritize initiatives that drive customer value
• Support the build-out of a scalable customer marketing platform and a rich library of content that GTM teams can use to engage customers

Responsibilities:

• Develop and maintain a deep perspective on our customer landscape
• Collaborate within Product Marketing and with Customer Success, Product and Sales to support long-term customer upsell and renewal plans
• Build, maintain and expand a suite of market-facing materials and tools that nurture customers toward upsell or renewal goals
• Become a key ambassador for our customers -- a partner who deeply understands their needs and can advocate for them when the opportunity arises
• Commit to deeply understanding our customers’ patient needs as well so that we ensure that we deliver value and improve outcomes for our end users

Qualifications:

• 5+ years of experience working on client-facing projects that required thoughtful and strategic narrative work (marketing, consulting, banking, private equity, venture capital)
• Strong analytical ability and exceptional strategic instincts
• Excellent communication skills and ability to package findings into market-facing collateral in a crisp, thoughtful and persuasive manner
• Sound business judgement and problem framing
• Superior storytelling skills to weave a compelling visual narrative
• Enthusiastic collaborator who is able to effectively work across teams with many different stakeholders
• Deep interpersonal skills
• Demonstrated ability to balance and execute multiple projects concurrently
• Desire and ability to succeed in a demanding, creative, and entrepreneurial environment

-----

Grand Rounds is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Grand Rounds considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.